{"id":1579599,"url":"https://alion.io/job/blinkapp-product-support-specialist-2","title":"Product Support Specialist","company":{"id":5545,"name":"Blink","domain":"blinkapp.com","url":"https://alion.io/company/blinkapp","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":95,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":120,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":15},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-01T12:27:43Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-19T08:19:35Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Hybrid position: working 3 days a week from our Sydney office\nReports to: Head of Support\nGlobally, 80% of workers don’t have a desk or an office. These workers are the backbone of the global economy, the people we interact with every day in stores, on buses, in our hospitals, delivering our parcels, and maintaining our buildings. The current generation of workplace technology doesn’t fit their needs, Blink enables those people to be productive, informed, and engaged while on the move.\nWe've built a fresh approach to an old problem. Our goal is to be the #1 choice for the mobile enterprise, to build the workplace \"super-app\" that brings together in one place the people and information that matter.\nWe're motivated, positive and social; we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.\nWhat will you be doing?\nYou’ll be working as part of our Product Support team to take our customer-centric ethos to the next level, with a specific focus on product queries and technical issue escalations. We’re building a world-class Product Support function to ensure our customers and internal stakeholders are empowered to get the most value out of Blink and to provide them with high quality resolutions.\nWe have two customer sets; our customers, and our internal colleagues - and so you should be comfortable in adapting your approach to helping these two audiences.\nResponsibilities Include:\nBlink Product Expertise\nInternally recognised as Blink product experts, the go-to people to answer any tricky product questions\nProduct domain specialisation, closely collaborating with the relevant Product Manager\nProvide expert input to Product teams by identifying improvements that reduce support requests or enhance user experience, contribute to the roadmap prioritisation and proactively updating documentation, help articles and internal knowledge resources\nConduct internal and external feature enablement sessions\nTechnical Support\nDelivering outstanding customer centric product and technical support that enhances customer perceptions of Blink and increases satisfaction, credibility and trust\nManaging technical support tickets from triage to resolution, delivering exceptional support to both end users and relevant stakeholders by promptly troubleshooting issues, managing expectations, and ensuring resolutions are delivered within agreed SLAs\nProviding outstanding internal support, helping internal teams in resolving technical queries with the product, manage escalations and deliver scalable solutions to avoid re-occurrences\nResolution and Escalation\nUp-skilling in partnership with the rapid response engineering team to own more resolutions independently, leveraging the API and other tools provided to make updates in the back end systems\nEscalating requests to the relevant team, when necessary, ensuring appropriate priorisation, holding the internal stakeholders accountable for resolution and providing regular updates to the customer in accordance with our SLAs\nEmpowering Customers through automation\nIdentifying trends in tickets which require either documentation updates, ticketing system enhancements or other automations can provide a better end user experience.\nCreating new ways for admins and end users to self-resolve, for example training videos, in-app help or AI-powered automation flows.\nRequirements\nYou don't need to tick every box. This is a guide to what the role involves and the kind of person we think will do well in it. If you meet most of these and the role appeals to you, please do apply.\nYou must be able to work from the Sydney office at least 3 days a week.\nWho You Are\nYou are obsessed with delighting customers, going the extra mile, and trying unique and new approaches to Support, to get the best result for the user.\nYou have experience in one or more of the following: (a) as a Product Support Specialist within a software vendor or in a business applications team, (b) as a Technical Support analyst in a SaaS firm, (c) working in an internal communications role, with a technical leaning.\nYou can work independently, while also collaborating with others where required.\nYou write clearly for non-technical audiences, whether that's a knowledge base article, a release note or an internal update.\nYou have strong project management skills, and can prioritise effectively, flagging up early when deadlines are at risk of being missed.\nYou have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed.\nHelpful to Have\nKnow a thing or two about internal comms or intranet tools? Useful.\nWorked in an international team, sharing asynchronous updates? Even better.\nDabbled in HTML, CSS, SQL, APIs or data integrations? You don't need to be a developer, but it helps.\nYou have used AI tools in a support or comms workflow, for example drafting responses, summarising tickets or searching documentation.\nSpeak French, German or Spanish? We'd love to hear from you.\nBenefits\nWhy Blink?\nYou will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of!\nBenefits include:\nCompetitive salary and generous equity allocations with significant upside potential\n25 days annual leave per year (+ public holidays!) \nThe equipment needed to do a great job\nPrivate healthcare stipend \nSocial events ( lunches, breakfasts, nights out)","description_format":"text","description_chars":5734,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false}]},"benefits":["Annual leave","Equity"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Office & Productivity Software","Team Communication & Collaboration","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-01T12:27:43Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":17,"expected_fill_days":120,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/blinkapp-product-support-specialist-2","json_url":"https://alion.io/job/blinkapp-product-support-specialist-2.json","meta":{"generated_at":"2026-10-19T09:05:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6326,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5545},"rest":"https://alion.io/mcp/rest/get_company?id=5545"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblinkapp-product-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblinkapp-product-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblinkapp-product-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blinkapp-product-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblinkapp-product-support-specialist-2"}]}